DelOro Casino - opšta diskusija

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Hey. According to our website, this casino is licensed in Curacao. You can also check it out on the overview here. But why do you ask ? Have you encountered any problems? 

I received a second match bonus offer from this casino and I took advantage of it.

During the process, the casino asked me to cancel the offer because it was made in error.

I told them that I could not cancel unconditionally because I had already wagered some money and that I wanted some kind of compensation in exchange, but the casino did not agree to this and negotiations broke down.

I eventually completed the bonus, but the casino made it disappear, claiming it was a violation of their terms and conditions.

If this was a violation of the Terms and Conditions, they should have cancelled the bonus without asking me to do so in the first place.

I am furious that they treated it as a violation of the Terms and Conditions after the fact.

I find it quite strange that the casino writes that it was a mistake during the bonus fulfillment. Do you have any screenshots of you playing with the bonus and then it disappeared ? I think that such a case could be a good one to file a complaint. What do you think ? 

In such cases, we usually try to explain to the casino's reps, that once a bonus is available to the player, also the winnings and the playthrough itself should be allowed.

There are, however, certain points I'd like to fully understand.

How exactly did you take the bonus, was it no deposit or deposit, please?

When you say the casino asked you to cancel it, how were you supposed to do it? I mean, normally the casino is able to do that without the player's assistance.

I also can't comprehend, how did the bonus disappear in the end?

Care to help me with that?

This casino's bonus is the type of cash you get when you wager a certain amount.

I received this match bonus offer on my second deposit and was betting halfway through.

The casino then contacted me to voluntarily cancel the offer, as the offer itself had been provided in error.

However, since we had already placed some bets and were about to receive our cash, unconditional cancellation was unacceptable.

So I offered to cancel if they would compensate me based on the progress of the bet, but the casino had no intention of compensating me, so negotiations broke down and I received my cash.

The casino then destroyed my already authenticated KYC documents and removed the cash from my balance, claiming it was a violation of their terms of service.

It seems strange to ask for a voluntary cancellation at first and then later claim that it is a violation of the Terms of Service.

It's a pity because this whole situation occurred only when the bonus was in the process of wagering and it's not quite fair. Especially if you say that you had already fulfilled some part and the casino didn't want to negotiate with you and just cancel the bonus. I think that if it was a mistake it should have been pointed out right away or the casino should have withdrawn the bonus and informed you. 

I find the whole thing strange. Do you think you'll go after the complaint?

First the casino sent me this email

『I noticed that you can unlock two match deposit bonuses even though you only allow one match deposit bonus to the user.

We are nearing completion and would like to let you know now.

We are an international casino and mistakes can happen even on our end.

Please understand and let us know if you intend to cancel the bonus on your side.

We are happy to have you as part of our family. You can also use the promotional code bonus instead.

We look forward to hearing from you!』

However, when negotiations broke down, the casino suddenly sent the following email, criticizing me for violating their terms of service

『This was against our terms of use to use the same match deposit bonus twice, we are trying to make a deal with you because it was an unfortunate situation. 』

If the casino thought it was a violation of the Terms of Service when they sent the initial email, they would have forced the casino to cancel the bonus.

If the casino sees this and apologizes and compensates me, I will not file a complaint, but if the casino continues to be rude, I will consider a complaint.

Hey All,

Hopefully we can chime in and give a different perspective to the situation. This user was able to get the first match deposit bonus of $250 which is great. Our bonus structure is that once you unlock a bonus once, the bonus disappears. So each bonus is redeemable one time, this goes for match deposits, free spins, and so on.

Not only do we have it specifically listed in our Term of Use that is regulating under our license and our European company that only one deposit bonus can be used per user but we also told him this when he was not even close to completing the wager requirement.

The reason that he was able to unlock this bonus was because we gave it to another user that had an issue with the bonus and in the short time that we had it on the page he was able to unlock it.

This user deposited $498 into our casino and he withdrew around $1500 which we encourage and we see often because of our high RTP.

We are an extremely honest casino and regulated as well so we follow guidelines so we had a long email strand with him when he was not close to completing the wager telling him that this bonus will not count but he kept on playing. We told him that if he lost money while attempting to complete the wager we would compensate him because of the unfortunate situation but he won money while completing the wager so there was no compensation needed.

It is unfair to the other members of our community that only have the ability to unlock 1 deposit bonus for him to be able to do unlock two, and when we told him this the reply was "I do not intend to cancel the bonus".

Again, if he lost money completing the wager we told him that we would compensate him but he won money. He withdrew his money instantly and there were no problems, the only issue here was unlocking the "Welcome" match deposit bonus twice, which is meant to welcome people the first time.

Looking deeper in his account it seems like he has filed many complaints and it is hard as a business that caters to thousands to come to the best solution every time but our solution, we feel, was beyond fair.

We think we should take a step back and understand what the situation is? He wants to have the bonus that he should not have been able to unlock in the first place because he already completed it and earned the $250, and when we told him that he is not able to unlock this bonus he continues to unlock it.

We could have removed it from his account the moment he unlocked it but we told him to do so because we do not like touching people's accounts because we believe that they should be the ones in control.

We hope this helps clear up the situation, We have proof of transaction history, bonuses, emails, whatever you need we are sure we can come to a conclusion.

This argument is not about the money it is about the fairness in our community and this breaches it. If we wanted our members to have 2 match deposit bonuses we would display it on the promotions page.

We look forward to hearing from you all further.

Best Regards,

Del Oro Casino and Sportsbook Team

I don't recall using more than one bonus to begin with.

I used it because they offered a second deposit match bonus.

It is not uncommon for the Welcome Offer to be applied to a second or third deposit.

Of course, with no knowledge, it is impossible to realize that it is a 1st deposit bonus that was granted again due to a mistake by the casino.

If they are sincere in their response, we have no intention of making a complaint.

The fact that I was winning as a result is not a reason not to compensate.

You need to be compensated for your inadvertence in causing me to make unnecessary bets.

We are angry at the attitude of the company, which at first responded with an unenforceable request to voluntarily cancel the bonus, and then later claimed that it was a violation of the Terms of Service.

Dear andandjonnyx,

With your permission, we can share a screenshot of the bonuses that you have unlocked. This screenshot will display 2 match deposit bonuses. If not we can also email it to you privately. We have it logged in our backoffice what each user unlocks and we have a dedicated team monitoring it 24/7 which is why we were able to alert you the moment you unlocked the bonus with hopes of cancellation.

We are not a casino that will take bonuses from our users without communication and just tell them it's against the terms. The reason we reached out to you is not because we couldn't do it but it is because this is not how a good company should operate.

We are a very fair and honest casino and I know there are many poor ones so I am sure you have had some negative experiences previously. When we offered compensation if you would have lost money during the wagering, it is not because we cannot just cancel the bonus but it is because if we put ourselves in the player's shoes we would be upset if we lost money during the wagering as well.

We did not want to approach this situation by just explaining the terms and conditions but we rather speak to you and discuss the best solution together. It is written in our terms of use but we have incredible relationships with our members and we tried to come to an agreement between us. We understand that it was not possible to come to an agreeemnt and therefore we had to cancel the bonus from your account.

We hope you understand and you are always welcome to be part of this community if you choose to do so. We have a nice community from Japan.

Best regards,

Del Oro Casino and Sportsbook Team

Screenshots mean nothing.

If a match bonus appears after the first deposit, it is natural to assume that it is a match bonus for the second deposit.

I have suggested from the beginning that you should be compensated according to the amount wagered when you request cancellation, not the amount lost.

This is because casino games usually have deductibles, and if you place a bet, you will lose money.

As I have said many times, the casino initially asked me to cancell.

No concept of terms and conditions was mentioned at that time.

Therefore, I had the right to proceed with the wagering terms without cancellation.

It is the casino, of all others, that has refused all proposals for compensation.

Do you understand that your request is not legally binding?

i won 5600 € tried to withdraw but was prompt to upload documents for verification so i uploaded my documents on the site it looked like this (screenshot)and i also requested my acount be closed so i cant play my balance .next day no answer .i was frustrated and was very nervous about it and in my frustration i started to play because of my previous experiences with same tactics applyed by casinos for delays of payments .i lost it all 99% losing spins.impossible to hit a win on roulette .i contacted chat why it took so long to check the documents she told me i never submitted documents . ik asured her i did but at the end she tells me that i had to press the checkmark to upload the documents as confirmation .this is the first time i see this on a casino site you have to confirm the upload.normally when you upload by phone is to press upload and the job is done .can some one here clarify here for whos responsibillity this is .i am very upsat about my loss wich would not happened if casino just communicated .

another big win straight to the sewege for stupid rules opposed by law so called to protect the player .

Hey there!

Thank you very much for this handy overview.

I'd like to add only two points, if I may :

1) I'm strongly convinced you should try to find a different technical solution when it comes to unlocking bonuses. As far as I understand, this whole situation was probably caused by the fact that you decided to somehow unlock the bonus for all players just to help someone else.

2) When you aim to cancel the bonus, I'd say it would make better sense to simply cancel it. Of course, prior to a full explanation. In my opinion, your decision to ask the player to cancel the bonus voluntarily sounds like another source of misunderstanding.

I'm just trying to add an additional point of view. 🙏

I honestly do not understand your approach. Since you already won, withdrawn the money, I fail to comprehend what you are trying to achieve now.

Just an additional question: Was somehow sports betting involved?

Thanks!

The casino has removed the $250 I won when I achieved the match bonus from my balance without my permission.

Dear Radka,

We completely agree and we now have a different technical solution. We thought and still think that the best solution when it comes to our members is by speaking with them and letting them know the situation so that they feel comfortable but we guess in this case cancelling the bonus would have made the situation much better.

"It is the casino, of all others, that has refused all proposals for compensation. Do you understand that your request is not legally binding?"

We are unsure what compensation he wants. If he lost money while wagering we would have compensated him which most casinos would not do but he won money. The reason that the $250 was removed because that was the bonus money completed during the wager that he already completed and got once. This would have been his second $250 bonus he received.

It isn't a matter of the money it is a matter of fairness to the rest of the community and a matter of principle.

"The casino has removed the $250 I won when I achieved the match bonus from my balance without my permission."

Around 5 days before he completed the wager requirement we told him that we would do this. It was no surprise, but we asked him to cancel it himself instead of us having to do it for him. We also explained that we would compensate him if he lost money which he didn't. His withdrawals were instant and he won a lot of money in our casino and was able to withdraw $1500. Which many casinos I am sure would have given a hard time for this in the beginning.

We have members come into our casino with $10 and leave with $1000 and they are in shock that they were able to withdraw this money because of previous bad experiences they have had. We are an extremely fair casino and we have members that have gone to 1000 other casinos but they come to our casino everyday.

The compensation that is being requested for andandjonnyx is not understood by us.

Best Regards,

Del Oro Casino and Sportsbook Team

I am being asked to voluntarily cancel by the casino.

I offered compensation as a condition of my cancellation, which the casino declined.

The conversation should have ended there.

The problem is that the casino changed their original claim and suddenly started saying that it was a violation of their terms of service.

I have investigated hundreds of casinos, and it is rare that I come across a casino that changes its position in a short period of time.

Such casinos will continue to cause trouble with other users.

Dear Sardapoor,

We have thousands of users and standard procedure to submit kyc is submitting the documents and pressing the check mark once you submit documents. You deposited $100 and went up $5,000 which is great and encouraged and you told our support "I will wait for verification and that you submitted" but there were no documents that you submitted.

There are still no documents submitted to this day, which is a requirement. We cannot allow withdrawals without KYC. 99% of the time we only ask for an ID and a selfie which is completely standard when we know other operators ask for proof of address and other documents as well. This is necessary information not just for us but mainly for our payment providers. Many of our payment providers REQUIRE this information because if there is some sort of fraud they must be able to identify the user.

Once you lost the money you came to our support team with racial, anti-semetic, grotesque, and sexist slurs about not letting you withdraw even when you did not submit any KYC. We explained to you that we cannot change our KYC policy for one user and that you would have had to submit KYC in order to withdraw. We have many users submit KYC even before they deposit in order to withdraw smoothly which is also completely fine.

So this user deposited $100, went up $5000, continued to play and lost it, then came to us extremely aggressively asking us why we never accepted his withdrawals when he did not submit KYC.

With Sardapoor's permission I would love to attach a screenshot of our conversation to shed some light on how the conversation actually went between him and our support team.

Best regards,

Del Oro Casino and Sportsbook Team

I'm truly sorry you could not resist the passion to play.

But I'm sure you know that the verification process might take a couple of days; the same goes for the account freeze or closure. Please keep that in mind.

I can assure you that when it comes to a player's complaints, we allow the casino 72 hours to close the account.

If I'm not mistaken, you lost your balance almost instantly.

Well, if you fail to resist for just a single day, I'd say you should stop playing. 🙏

Because the risk that such a situation will repeat is pretty strong.

Regarding the upload system, I understand it is probably not the best user experience, but still, the way I see it, you made a poor choice solely based on your previous experiences. I suggest you read the terms to find out how the feature works, and if this does not help, ask the chat. Do not wait, especially if you are vulnerable.

I find it understandable that you need to confirm the upload, and in case you wish to delete the file, you press the trash icon. Just as your printscreen suggests.

One way or another, please browse this safer gambling section of our website. I hope you'll find it helpful.